Measuring Social Customer Service In The Contact Center
By Michael Hylton on Mar 12, 2012
The emerging area of “social care,” which can be defined as the efforts employees make through social media to care for customers, is becoming a reality of day-to-day business operations for many companies. While many organizations recognize the tremendous opportunity for customer service with the adoption of social media, most are struggling to assess the qualitative and quantitative value of their social care efforts.
In response, TELUS International, in partnership with Oracle Corporation and Kenna Inc., has released a study entitled Social Care Metrics & ROI that outlines key performance indicators (KPI’s) and methods of calculating social customer service ROI.